Review Flashcards
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Start where you are
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Change control
When should a full risk assessment and authorization be carried out for a standard change?
When the procedure for the standard change is created
Which statement about emergency changes is CORRECT?
The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Service desk
What is warranty?
Assurance that a product or service will meet agreed requirements
Which is part of service provision?
The management of resources configured to deliver the service
Which statement about a `continual improvement register’ is CORRECT?
It should be re-prioritized as ideas are documented
What are ‘engage’, plan' and improve’ examples of?
Service value chain activities
Which statement about outcomes is CORRECT?
An outcome can be enabled by more than one output
Which statement about service desks is CORRECT?
The service desk should work in close collaboration with support and development teams
Which practice updates information relating to symptoms and business impact?
Incident management
Which is included in the purpose of the `design and transition’ value chain activity?
Continually meeting stakeholder expectations for costs
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Service request management
Which is NOT a component of the service value system?
The four dimensions of service management
Which statement about the steps to fulfill a service request is CORRECT?
They should be well-known and proven
What is defined as a cause, or potential cause, of one or more incidents?
Problem
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Keep it simple and practical
When should the effectiveness of a problem workaround be assessed?
Whenever the workaround is used
A change is defined as the addition, modification, or removal of anything that could have a direct or
indirect effect on [?].
services
Which dimension considers how knowledge assets should be protected?
Information and technology
What is a means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific costs and risks?
A service
The management of information security incidents usually requires [?].
A separate process
What are the ITIL guiding principles used for?
To help an organization make good decisions
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Each iteration should be continually re-evaluated based on feedback
What is the purpose of the `deployment management’ practice?
To move new or changed components to live environments
Which is a service request?
Requesting information about how to create a document
The purpose of the supplier management practice is to ensure that the organization’s suppliers and
their [?] are managed appropriately to support the seamless provision of quality products and services.
performances
What is a recommendation of the `focus on value’ guiding principle?
Focus on value at every step of the improvement
Which guiding principle recommends standardizing and streamlining manual tasks?
Optimize and automate
Which describes a set of defined steps for implementing improvements?
The `continual improvement model’
Which is a key requirement for a successful service level agreement?
It should be simply written and easy to understand
When planning `continual improvement’, which approach for assessing the current state of a service is CORRECT?
An organization should always develop competencies in methodologies and techniques that will meet their needs
How does a service consumer contribute to the reduction of disk?
By communicating constraints
What helps diagnose and resolve a simple incident?
The use of scripts
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Problem management
Which service level metrics are BEST for measuring user experience?
Metrics linked to defined outcomes
What are the MOST important skills required by service desk staff?
Incident analysis skills
TWO statements about an organization’s culture are CORRECT?
- It is created from shared values based on how it carries out its work
- It should be based on the objectives of the organization
When should a change request be submitted to resolve a problem?
As soon as the analysis of cost, risks and benefits justifies the change
Which guiding principle helps to ensure that better information is available for decision making?
Collaborate and promote visibility
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Monitoring and event management
Which describes a standard change?
A change that is typically implemented as a service request
How does information about problems and known errors contribute to ‘incident management’?
It enables quick and efficient diagnosis of incidents
Which practice owns and manages issues, queries and requests from users?
Service desk
What defines the requirements for a service and takes responsibility for the outcomes of service
consumption?
A customer
Which stakeholders co-create value in a service relationship?
Consumer and provider
Which describes normal changes?
Changes that need to be scheduled and assessed following a process
What is the expected outcome from using a service value chain?
Value realization
Which statement about outcomes is CORRECT?
Service providers help service consumers achieve outcomes
Which skill is an essential part of the ‘service level management’ practice?
Listening
What are the three phases of ‘problem management’?
Problem identification, problem control, error control
Which is a purpose of the ‘engage’ value chain activity?
Providing transparency and good relationships
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
CIs
What is described by the service value system?
How all the components and activities of the organization work together as a system to enable
value creation
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
Service desk
What is defined as any component that needs to be managed in order to deliver an IT service?
A configuration item (CI)
Which guiding principle recommends using the minimum number of steps necessary to achieve an
objective?
Keep it simple and practical
TWO statements about the ‘service request management’ practice are CORRECT?
- Service requests are part of normal service delivery
2. Complaints can be handled as service requests
What is an IT asset?
Any financially valuable component that can contribute to delivery of an IT product or service
Which dimension includes a workflow management system?
Value streams and processes
A service is a means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific [?] and risks.
costs
Which of these should be logged and managed as a problem?
Trend analysis shows a large number of similar incidents
In which TWO situations should the ITIL guiding principles be considered?
- In every initiative
2. In relationships with all stakeholders
Which guiding principle recommends coordinating all dimensions of service management?
Think and work holistically
What is the purpose of the ‘relationship management’ practice?
To establish and nurture the links between the organization and its stakeholders
How should the workflow for a new service request be designed?
Leverage existing workflows whenever possible
What is the purpose of the ‘information security management1 practice?
To protect the information needed by the organization to conduct its business
The use of [?] should support, not replace what is observed, when using the ‘start where you are1
guiding principle.
measurement
How should automation be implemented?
By replacing human intervention wherever possible
Which activity is part of the ‘continual improvement’ practice?
Identifying and logging opportunities
Which competencies are required by the ‘service level management’ practice?
Business analysis and commercial management
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity
assessments?
Continual improvement
Which statement about costs is CORRECT?
Costs removed from the consumer are part of the value proposition
What is typically needed to assign complex incidents to support groups?
The incident category
Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?
Continual improvement
A major incident has been closed, but there is a risk that it might happen again. How should this be
logged and managed?
As a problem
What should be done to determine the appropriate metrics for measuring a new service?
Using operational data to provide detailed service reports
Which dimension includes activities and workflows?
Value streams and processes
What should be used to set user expectations for request fulfillment times?
The time needed to realistically deliver the service
